Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 570 customer ratings since 2021-07-05 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

844 Customer Reviews over 22 pages

  • Reviewer
    Location
    Froncysyllte
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to get WiFi coverage unless seated next to the router.
    Internet is dropping on a daily basis and so without access at all.
    Attached TP Links to improve coverage and they worked to start with but now they are unable to obtain IP address and it is impossible to get online using them now. The tv's in the house all rely on the internet but cannot connect either.
    Customer service is just one long hold for call to be answered and then you have to queue again to get through to the tech dept. Tried online chat but gave up as the advisor was trying to assist multiple customers at once.
    Dead loss on all fronts. I'm going to pay the penalty for leaving my contract and move to another provider.
  • Reviewer
    Location
    Hayle
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'll keep it short..looks like I'm going to take out a claim on MCOL. Wish I had seen the reviews before sighning up. A David and Goliath confrontation, wish me luck.
  • Reviewer
    Location
    LEEDS
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please avoid if you eventually get through to them on your mobile which can be over half an hour its at your cost for a multi million pond profit company very very poor if I could get out of my 18 month contract I would be be like an a Olympic sprinter of the starting blocks
  • Reviewer
    Location
    Wisbeach
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    There is no such thing as “customer service” with SHELL Broadband and phone.
    No one should be left holding a phone for over an hour whilst trying to contact this lot and being subjected to constant repeated adverts about how easy it is to upgrade etc, plus that awful, monotonous “twanging” sound that passes for music!
    My phone line had ceased to work and I don’t have a mobile as I hate the things.
    I asked my nephew to call and he waited 49 minutes to get through.
    That is disgusting!
    I have about 5 months left of this cursed contract and then I will be gone as fast as I can!
    Stay well away from SHELL, they are rubbish!
  • Reviewer
    Location
    barking
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    took an hour going from one dept to another trying to find out when i was getting a bill as had been transfered from the post office,

    got to speak to someone told it was going to be the 26th yet taking money on 18th cancelled dd ,but know i find out that it was not that date but a different date.

    they can not even give you correct imformation as soon as contract ends i will be leaving

    nothing like this when with post office
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Comments
    Absolutely disgusted with the company’s policy, the way they treat their customers and the
    Custumer service staff. They charge you £35 for not returning the modem, without notifying the customer nor any warning. Nor does it state in the contract (pre October 2021) the amount it will charge. The contract only states “you may be charged” without specific amount, as such it is an abuse of power to charge customers without warning. The woman answered the phone was as cold as a dead body, with no emotion or empathy whatsoever. You’d get more reaction from a dog.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service, expect to wait atleast 45 minutes if you need to call them, take days to reply to emails. Avoid! not worth the hassel for the little bit you save.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Visiting a relative in Cornwall, what a horrible service She’ll broadband are offering. Broadband appears to be been down for several hours. Can you contact Shell, can you flip. No online service indicator, online chat is a muppet bot. Phone impossible to get answered.
  • Reviewer
    Location
    Fife
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    I have to say that compared to my previous provider, Sky, Shell has been excellent. O live in an area where broadband is slow at the best of times, but She'll has never cut off, customer service has been prompt and friendly. And the price is fantastic. Thankyou Shell
  • Reviewer
    Location
    Stamford Lincs
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    It took me 45 minutes to get through to customer service to talk about renewing my contract.
    I am not in a position to change to another company, otherwise i would have galloped away!
    Even though I said at the beginning that I wanted to renew, it still took their "service" department that length of time to answer my call (at 7pm when I would have expected fewer people in the queue) and that incessant, dreary music plus the constant repeating of how wonderful they are, was driving me nuts!
    If I could have gone elsewhere, I would have, believe me.
    This is a rubbish company and if you have any sense you will go elsewhere!
  • Reviewer
    Location
    Beds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Shell is awful we can’t watch anything, only one device smart TV switched to them lured by the price. They don’t call you back then they email you saying your complaint has been closed as we haven’t responded. Please do not join up with them they offered a good price because they also supply our electricity. Once both contracts have finished will never use again will not even get petrol from a shell garage I would rather walk.
  • Reviewer
    Location
    EXETER
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
  • Reviewer
    Location
    Uppingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely rubbish l have been trying to contact them for over 3 hours today can’t speak to anyone not sure what to do
  • Reviewer
    Location
    sutton in ashfield
    Reviewing
    Shell Energy
    Date
    Comments
    Very poor only been with them month poor customer service
  • Reviewer
    Location
    Torbay
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse ever supplier been with a few but she’ll is diabolical always slow some nights not getting any Wi-Fi customer service saying we have to much on internet but like I said it’s not all on at same time with others it’s sometimes slow but with shell well I can’t wait for contract to end never ever again will we have shell and can’t get printer to work on shell where it worked on all the others we had
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Shell Energy
    Date
    Comments
    Waste of space. They give you a 3rd hand refurbished router that doesn't meet current standards. When you complain they offer to upgrade you (5 times during a 30 minute call),to a package that costs the same as the one you have just switched from.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband speed is generally acceptable, but reliability is pathetic. What is good about speed when the connection keeps dropping off? Cheap broadband but not worth the stress alongside. Avoid.
  • Reviewer
    Location
    Stoke-on-Trent
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Poor customer service, they are not easily accessible, was speaking with one few minutes ago and she just decided to keep mute without giving an explanation. In short I am done with Shell broadband
  • Reviewer
    Location
    Whitstable
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid at all costs. The have onerous terms and conditions (small print) which they use for hidden charges. Expect to pay more!
  • Reviewer
    Location
    Redditch
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If the owners ever read this.
    Please sort out the whole company you are making people unwell with anxiety and frustration.
    Mother in law 83 years old,wanted a move from Wales to warwickshire,
    Contacted you to organise new phone line in New property, we thought all was ok, no engineer turned up at time you emailed and tx , so now after 7 hours of phone calls and another missed Appointment by your company.
    We asked for our £60 connection fee returned, which I know she won't get.
    Customer service just pass you from 1 to another, explaining again every time you speak to a new operator,
    I hope something is done, you should not be able to operate like this.
    Do not go with this company until they can offer a proper service.
  • Reviewer
    Location
    Wakefield
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Awful customer service and extra charges.
    We struggled to get a reliable connection and contacted Shell who tested and agreed the connection was poor. Open reach sent an engineer who diagnosed a faulty router which Shell changed but we have now been charged £100 for the engineer visit and the replacement of the faulty router. I've spent hours trying to discuss this with Shell but they rarely answer and even when I do get through they say they need to speak to someone and never return.
    I definitely wouldn't recommend shell broadband and will be changing supplier.
  • Reviewer
    Location
    Sleaford
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful. Speed is poor 8mbps, frequent cut outs, can't use Netflix, Eurosport or iPlayer, no range having to use Ethernet cables and boosters. It's cheap for a reason! Will cost me £276 to get rid of this after 3 months but it is well worth paying. DO NOT TOUCH SHELL ENERGY WITH A BARGEPOLE
  • Reviewer
    Location
    Birmingham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would definately avoid shell broadband as a provider as they cancelled the installation of the services twice as they are incompetant at taking over the line more importantly failing to notify me that they have been unsuccessful. Went to complain twice and keep getting cut off.
  • Reviewer
    Location
    Coventry
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service - constantly defective broadband/router with little resolution. Ended up changing providers. Shell wanted money for the defective used router. Avoid
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Was with Shell for about two years, all fine for our purposes. But then we asked about switching our service to another flat which was in the same house. Customer service man tells us we'd only be able to much lower speeds in that room despite it being next door, when we said we might just ask another provider what they could do he got nasty, mocking us for our lack of knowledge on how wi fi works.

    Despite him trying to pressure us I told him he was being rude and I was going to hang up. We called Virgin Media and they said they could give us great speeds no problem at all. Naturally we cancelled our account with Shell right away. Now I've just had an email saying we didn't send the router back and we'll be fined £35 despite the fact that we did return it right away following their instructions. Avoid this dreadful company who treat you with contempt. I'd rather pay a bit more than deal with these cretins.
  • Reviewer
    Location
    Hitchin
    Reviewing
    Shell Energy
    Date
    Comments
    Zero review as find this company terrible, an engineer came to fit my broadband and failed to do so, they left electric plug with all wires loose and said they would have to return, today they took 65 pound charges out of my bank for this and have agreed to pay it back but I have to wait 10 working days so now unable to get my gas and electric
  • Reviewer
    Location
    Hythe
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we have unstable and poor broadband
    after many phone calls nothing has
    changed.0.02 to 0.06 is not useable
    open reach have checked,agreed the speed is the worse they have seen and recommended callflow.as they seen unable to rectify the problem.
  • Reviewer
    Location
    Dorset
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I only ended up with Shell Broadband because they took over the Post Office Broadband, which I had before. I had no problems with the Post Office service which I had for about 4 years. However, since it's transferred to Shell the service has been really poor. It frequently cuts out and some weekends I've had virtually no service at all. Other times it's abysmally slow. I could make a cup of tea whilst I'm waiting for a page to load and all I am trying to do is surf the web. When my contract comes to an end I definitely will be leaving Shell.
  • Reviewer
    Location
    Derby
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Shoddy router was and still is my issue - used another router and disconnects and speed issues have for me gone away (Ive gone back to the one I was given by Vodafone). Just for Information I don't use wifi from router as I have separate mesh for that.

    Its odd though as seems the router has half decent reviews so maybe crippled some other way
  • Reviewer
    Location
    BRISTOL
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Shell energy set my activation date as 29th December and supposed to have broadband service starting from 30th Dec 21. Their inside phone socket was not working so I could not use broadband. Today 5th Jan 22 a site engineer from openreach came and solved the issue and I have had the broadband today. However Shell energy charged me £24 for the term 1st Dec to 31st Dec 21 which is completely corrupt. They had to start my service from 1st of Jan 22 if they are billing customers between 1st and last day of months, unbelievable, I feel liked I am conned!
  • Reviewer
    Location
    Kilsyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really poor speeds- average 13.34 Mbps. Rude and aggressive customer service people when you dare to complain to them. Unreliable service which drops out for anything from a few minutes to 3 hours. Avoid like the plague.
  • Reviewer
    Location
    Tiverton,
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    DREADFUL company, apparently switched by Uswitch, loads of agro as when I moved to my new property there was no landline & cottage needed rewire & refurb. This meant that shell could not & did not supply any service. Since then Ive been hounded for connection fees.
    Now with the Ombudsman.
    In my opinion this company is beyond belief in their lack of customer service. Advice dont touch.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Another victim.
    Switched to cut down on Broadband bills. Will probably work as service unreliable.
    Calls to Customer services result in multiple attempts to persuade you to upgrade to same fee as previous provider, which negates point of switch.
    Avoid Shell energy slowband at all costs.
  • Reviewer
    Location
    Yeovil
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
    I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken
  • Reviewer
    Location
    altrincham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      5 stars
    Comments
    3 appointments for the install missed by Shell (3 days wasted holiday)!
    Speed signed up for not what was provided for first month.
    Superfast when eventually supplied - BUT - kept dropping out altogether for days at a time!!! Just what you DON'T need when furloughed...
    Left Shell for a more reliable provider (not skipped a beat since changing over) and Shell charged me £170 for leaving early - for something they couldn't supply regularly!!!
  • Reviewer
    Location
    Woodhouse
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unbelievably awful. Left without WiFi now for several days - Shell Energy have made so many mistakes and omissions too many to list here. Utter negligence and incompetence, and the worst thing is they don't care at all. The effect this had had on our lives over the festive period has been massive, including not being able to speak with friends and relatives that we couldn't visit. They don't care at all.
  • Reviewer
    Location
    Widnes
    Reviewing
    Shell Energy
    Date
    Comments
    Dont botherwith SHELL, my internet got fitted xmas eve since then nothing, just phoned them got pushed from pillar to post an they buttoned me, shocking customer service, i want this shoddy internet removed, I'll go with somebody else, i knew i should of read the reviews
  • Reviewer
    Location
    London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Service should have started two days ago, but couldn’t because I wasn’t sent all the kit needed for the hub. Because of bank holidays I’ve got to go x5 days with no Wi-Fi or to. Honestly, find another Supplyer.
  • Reviewer
    Location
    West midlands
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Don't receive advertised speeds.
    Read reviews go elswere.
  • Reviewer
    Location
    salisbury
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful. Slow internet, barely reaches half our rooms. Frequent downtime, poor customer service, tried to charge me for not returning the old router when i did. Just an all round terrible experience, please avoid!!

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.